Customer Reliability Engineer

About the role

This position focuses on resolving complex technical issues for customers and bridging the communication gap between user problems and engineering solutions. You will be responsible for investigating and resolving challenging customer escalations, ensuring that engineering teams receive comprehensive information for any necessary fixes.

Key facts

What you'll do

• Take full ownership of high-priority customer technical issues from start to finish, including detailed investigation and bug reproduction.
• Engage directly with customers to gather information, perform diagnostics, and communicate findings.
• Create detailed documentation for engineering teams, including reproducible steps, logs, system configurations, and identified causes.
• Identify recurring issues and patterns to suggest improvements for products, internal tools, and support procedures.
• Collaborate with Support, Customer Success, and Product/Engineering teams to enhance customer experience.

Requirements

• A minimum of 4 years in a technical support or escalation role within a SaaS or infrastructure company, with experience managing enterprise-level accounts.
• A proven ability to solve difficult and unclear technical problems.
• Comfort in leading customer calls, maintaining composure, building trust, and communicating effectively under pressure.
• Practical networking experience in production or lab environments, covering TCP/IP, routing, DNS, firewalls, NAT, VPNs, and load balancers.
• Familiarity with overlay networking concepts like WireGuard, UDP hole punching, and STUN, as well as comparable VPN/networking products.
• Capability in code-level debugging, including reading Go source code, analyzing goroutine behavior, and interpreting CPU/heap profiles.
• Understanding of infrastructure concepts such as cloud IaaS, CI/CD, containerized applications, and Kubernetes.
• Strong systems administration and troubleshooting skills across Linux, macOS, and Windows.
• A history of independently creating reproducible test cases and clear bug reports.
• Ability to clearly explain complex technical issues to both technical and non-technical audiences.
• Proficiency in programming or scripting languages such as Go, Python, and JSON.
• Experience with packet analysis.

Nice to have

• Experience with packet-level analysis.

Skills & tools

• Go
• Python
• JSON
• Linux
• macOS
• Windows
• TCP/IP
• DNS
• Firewalls
• NAT
• VPNs
• Load Balancers
• WireGuard
• UDP Hole Punching
• STUN
• Kubernetes
• CI/CD
• Cloud IaaS
• pprof

Practical notes

• Salary range: $154,100 - $192,960 CAD
• Comprehensive benefits package with no waiting period.
• Employer-funded retirement contributions (0.75% match).
• Annual allowance of $1500 USD for professional development.
• Home office setup allowance and monthly internet reimbursement.
• Paid parental leave (20 weeks for birthing parents, 16 weeks for non-birthing parents).
• AI-assisted tools are used in the hiring process, but all hiring decisions are made by humans.
• Official communications will come from @tailscale.com, @greenhouse.io, or @interviews.modernloop.io email addresses.